Claim online
In your own time, you can notify us of your claim online. We can then call you if we require further information to finalise your lodgement.
Call us
A friendly member of our team will assist you over the phone. If you have your policy number on hand, then this will help us with your query.
Emergency assistance
If you experience a major emergency (like a storm, flood, or fire) and your home requires urgent attention, our team can help.
What we cover
What we don’t cover
Inclusions and additional benefits
- Guaranteed repairs – We guarantee the quality of authorised repairs, including the workmanship and materials.
- New for old repairs – If your property is damaged, we will repair it to the same standard, specification, or quality as it was when it was brand new. For full details, please see the Product Disclosure Statement.
- New for old replacements – If your belongings are stolen or damaged beyond repair, we will replace the items to the closest equivalent where available.
- Temporary accommodation – If your house is unliveable due to an insured event, we’ll give you and your pets temporary accommodation for up to 10% of your sum insured for up to a year.
- Food spoilage – If you’re only claiming on food spoilage then we will cover up to $500 once your claim is accepted, with no excess required.
- Removal of debris – We will pay for removal of debris for up to 10% of the sum insured.
What you’ll need to have
You’ll need to collect all information related to the incident and present it when you claim on your policy with Virgin Home and Contents Insurance.
Here’s what you’ll need to have:
- All of the details related to the incident (including exactly what happened, the time/date, and the place it happened)
- Any photos or videos you have of the damage or loss
- A police report, if you have one (in cases of theft, malicious damage, or vehicle impact)
- Your policy number (only if you choose to claim over the phone)
Once you’ve collected all of the information, your next step is to decide how you want to make a claim. You can choose between notifying us of your claim online, or calling so that one of our friendly team members can assist you.
And rest assured whether you choose to claim online or over the phone, you’ll be able to start your claim 24/7.
Providing proof when making a claim
We’ll need to assess the damage and your loss. Upon request, you may need to provide proof of ownership and value of any item/s that are lost, stolen, contaminated and can’t be assessed.
But don’t worry, there are several ways you can provide us with proof.
This could include:
- Purchase receipts
- Valuations
- Credit-card statements
- Serial numbers
- Owner’s manuals
- Guarantee or warranty certificates
- Photos or videos of your item
- Product packaging.
While you don’t need the documents to start your claim, if you locate any of this information please make sure to email your supporting documents (with your claim number in the subject line) to: home@autogeneral.com.au
Excesses
Your excess is the amount you pay towards each claim that’s lodged (and accepted) by us.
To find out what your excess is you’ll need to check your certificate of insurance, which can also be viewed online or in your Policy Manager account.
If your claim is the result of one event, and you are claiming for both home and contents, you will only have to pay one basic excess, whichever is the higher of the two.
And in some instances, an additional excess will apply, and can be found on your Insurance Certificate.
How to pay your excess
Before repairs or replacements can get underway we’ll notify you about how you can pay for your excess. We require payment of the excess at time of or soon after the claim is lodged.
Someone from our friendly claims team will inform you of our payment options and what to expect from the process going forward.
Now that your claim is lodged
We will try to have a decision made on your claim within 10 working days of receiving everything we need. We also recognise that every claim is different and our timelines on claims can vary significantly from person to person based on the individual circumstances.
After your claim has been lodged, there is some more information you may need as you progress through the last stages of the claims process.
Assessment
We may need to send someone to your property to assess the amount of loss or damage and determine whether it was caused by an insured event.
The assessment can be conducted either in person or via a virtual assessment tool and can take up to 60 minutes to complete.
If we need to assess your home we’ll always reach out to you first to discuss this. We know life can be busy at times but we will try our best to book in a time that suits everyone.
Decision and Settlement
Once your claim has been accepted, one of our friendly team members will work with you to determine the most appropriate outcome.
Depending on your claim, we may appoint a builder to complete repairs, and replace damaged or stolen goods, or alternatively, we may pay you an appropriate cash settlement.
Repairs
At this stage our tradespeople will provide you with details around the scope of the work, the repairs that will be undertaken as well as the materials that will be used. They will also discuss repair timeframes and their availability as it relates to the repairs.
Repairs will be completed by professional, qualified tradespeople from our authorised repairer network. Our panel of builders and suppliers undergo strict selection criteria and ongoing performance reviews to ensure they align with our expectations and values.
So you can rest assured, that the repair quality is guaranteed.
Your repairer will be your main point of contact, give you an estimated time frame and keep you updated on progress related to the repairs.
Major claims
During major weather events, like floods or bushfires, our team is working around the clock to support each and every person in our community that has made a claim.
If your home is unliveable or requires a major rebuild, we will be here for you for as long as it takes. We have a strong track record of supporting customers and their families as they recover and rebuild.
You will be allocated a dedicated Case Manager to help arrange temporary and ongoing accommodation and oversee the progress of your claim to the very end.
Contents
Provide feedback
We want to resolve any complaint or dispute for you as quickly as possible. The best place to start is to make contact with our customer service teams:
Click here to lodge a complaint for claims or anything else,
- Email: customercare@autogeneral.com.au
- For claims call: 1800 662 884
- For anything else: 1800 724 678
We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable).
Emergency Assistance
Prioritise your safety
- Start by identifying the hazard and making sure everyone is safe
- If it is an emergency: Call Triple Zero - (000)
- If the hazard is ongoing: Contact the SES 132 500
Secure the area
- Avoid the damaged area and any ongoing risk
- Shut off all affected utilities like power, water, or gas (if it is safe to do so)
- Secure the area to prevent further access, damage, and loss
Contact us for claim support
- Call us 24/7 on 1800 662 884
- We will organise a ‘Make Safe’ as a temporary course of action
Natural Disaster Support
If you've been affected by natural disasters like droughts, fires, floods, or earthquakes, we're here to help.
What is a ‘Make Safe’?
If you experience a major emergency (like a storm, flood, or fire) and your home requires urgent attention, our team can organise a ‘make safe’.
The purpose of a ‘make safe’ is to reduce the amount of risk to those inside the home and prevent further damage to the home itself.
If you require immediate support, we can arrange a 'make safe' and complete temporary repairs to your property.
Urgent financial need
Professional support
Recovering from a claim event can take time and you don’t have to do it alone. There are free, independent, and professional organisations (many available 24/7) who can offer support.
For more information on support services available please see Auto & General Customer Assistance page.
The claims process
Step 1:
Understand your cover
Your Insurance Certificate will detail all the optional extras selected and you can review your cover to find out what’s included. From there, you can either login to your Online Policy Manager or consult our Product Disclosure Statement to help you gauge whether your loss or damage is insured.
If you’re still unsure whether your loss or damage is covered, you can still start a claim and it will be assessed accordingly.
Step 2:
Step 3:
Start your claim
No matter whether it’s online or over the phone, you’ll be able to start your claim 24/7.
Step 4:
We'll stay in touch
Every claim is different – some people might have damaged something small (and all it needs is a replacement), and others might need considerable repairs to their home. So our timelines on claims can vary significantly from person to person.
Unless someone tells you otherwise, once we have all the relevant information, we will make a decision within 10 working days. However, in times of extreme weather events, our teams may be a little more under pressure, and need a bit more time.
But what remains the same is that if your claim is accepted, we’ll be working hard to liaise with repairers or suppliers to get you the best result possible.
Step 5:
Assessment
Sometimes, we’ll need to send someone to your property to properly assess the damage or loss sustained. This might be to gauge the level of work needed, or to help us determine if the damage/loss is from an insured event.
If that’s the case, we’ll reach out to you, and book the time that best suits everyone.
Step 6:
Decision
Once your claim has been accepted, we’ll repair, replace, or cash settle your lost or damaged home and/or contents (up to your sum insured).
Step 7:
Repair
Once your claim is approved, we will provide you with details of the scope of repairs, or what will be replaced. If applicable, we will notify you of what cash settlement you may receive instead, or potentially any goods you’ll receive as replacements.
Repairs will be completed by professional, qualified tradespeople from our authorised repairer network. And if works are being completed under your Virgin Home and/or Contents Insurance policy, the repair quality is guaranteed.
Claims with Virgin Money
When your Virgin Home and Contents Insurance claim begins, the friendly team at Auto & General have your back.
It's our job to try and get things back to normal for you as quickly as possible.
Who handles claims for Virgin Home and Contents Insurance?
Auto & General are the underwriters for Virgin Home and Contents Insurance, and handle all claims made on Virgin Home & Contents Insurance.
So when a Claims Specialist from Auto & General is assigned to your claim, you can trust you’re in safe, experienced hands.
Who are Auto & General?
Auto & General Insurance Company Limited is an Australian insurance company. Starting with cars, followed by homes, travel, pets and motorcycles, they’ve been insuring a wide variety of Aussies since the year 2000.
They are also regulated by APRA and are a member of the Insurance Council of Australia.
Can Auto & General help with my claim?
From the smallest claims to the trickiest of circumstances, the team at Auto & General have encountered it all. And no matter whether your claim is one we’ve never seen, or seen thousands of times, it will be handled with the utmost care and quality.
Our Pledge to you,
We understand that lodging a claim can be stressful, but no matter how big or small the damage, we are here to help. Throughout your claim we will:
- Provide friendly and caring service
- Act with honesty and integrity
- Provide you regular updates on the progress of your claim
- Be transparent about what is and isn’t covered
- Be available to answer any questions you may have
Supporting vulnerable customers.
Auto & General is committed to taking extra care with customers who are experiencing vulnerability.
We recognise the impact of factors such as age, disability, mental health conditions, language or literacy barriers, remote locations and Aboriginal or Torres Strait Islander status. If you’re experiencing vulnerability, we encourage you to tell us about it so we can work with you to arrange the support you need.
A list of support services is also available here.
Support for Customers
Virgin Home and Contents Insurance is committed to taking extra care with customers who are experiencing vulnerability due to factors such as:
- age
- disability
- mental health conditions
- physical health conditions
- family violence
- language barriers
- literacy barriers
- cultural background
- Aboriginal or Torres Strait Islander status
- remote location
- financial distress
If you’re experiencing vulnerability, we encourage you to tell us about it. We can then work with you to arrange the support you need.
Alternatively, you may wish to refer to the list of community support services below.